The player from the United States is having issues with login and withdrawal. After a deposit of $125, a software glitch prevented the player from accessing the game. Despite multiple password resets and emails to the support, the issue persists. Additionally, the casino has not processed a pending withdrawal of winnings worth $2500 despite numerous document submissions. The player later informed us that her winnings have been paid, so we closed the complaint as resolved.
Royal Ace Casino - Player experiences login issues and delayed payout.
Amount: $2,625
Royal Ace Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
Royal Ace Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
On June 30-23 I made my last deposit of 125.00 and before I could play it something went wrong with the software not allowing me to play. After refreshing, I was told that my user name or password was wrong though it had been save for years on the site. I got several temp passwords and none of them worked even up until now. I sent emails to the casino and there is no reply. I also, I had won 2500.00 a week or 2 before all this, which I do not have. The phone numbers for them do not work. I would like my 25000.00 that I won and my last deposit 125.00 that I could not play. I just want my money. I asked chat at the time for a refund but was told, since I started to play (1 or 2 spins) before being locked out, that the 125.00 was not refundable. I asked did I need to get the bank to return it. Last, documents they said they needed for my 2500.00 have been sent and resent for the 2500.00 and still nothing on their part.I have all the emails I sent them saved and all the temp passwords that did not work. I have played with them for years and to see this happen I am totally disappointed. I need help with this, and thanks.
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1 year ago
Dear peepee1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.
Has the chat support explained to you why were you locked out from your account? Was it some kind of a glitch or has your account been blocked?
When exactly have you sent the casino the documents needed for the withdrawal to be processed and paid out?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.
Best regards
Veronika
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1 year ago
Dear peepee1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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1 year ago
We’ve reopened this complaint at the request of peepee1. The player sent us the following message:
I have been paid the 2500.00 by Royal ace, however the account remains blocked so that I can not log in.
Dear peepee1, thank you for informing us that you received your winnings. Please bear in mind that the casino is eligible to close a player's account at any time, provided that they will pay out the player. For this reason, we consider your issue resolved.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards
Veronika
Casino.Guru
